The Dialogs feature in Microsoft Dynamics CRM 2011 helps you define set of steps that you could use as a script while communicating with your customers and much more.
Watch the videos embedded below that shows how you can create a dialog that can automate a business process in your organization and can also serve as a guided script that you can refer to when you talk to your customers.
"Dialogs are interactive scripts. Use dialogs to design a custom wizard that guides your users through a series of standard steps or helps them automate a repetitive task," reads the description of the video.
"Dialogs can be useful in many ways, such as creating a guided list of questions, collecting and storing customer responses, creating records, or automating a business process. For example, you can create a dialog that your customer service representatives can use when they call customers to check about their interest in new products. Or, you can use a dialog to automate the lead qualification process in your organization."
This video shows how you can create a dialog to collect and process information by using step-by-step scripts to guide users through a process.
Create a dialog (CRM Online users )
Create a dialog (CRM On-premises users)